News: Beating the Christmas service slump

Retail Gazette »

As scores of customers are heading to the high street in search of great deals, InMoment’s Gary Topiol looks at how retailers can ensure that in all the festive mayhem, they continue to provide the amazing customer service experience that will keep shoppers coming back after the holidays are over.

What has always been renowned as a busy time of year has developed into an eruption of crazy promotions and huge sales numbers. For many retailers, this is the “make or break” time of year, accounting for up to 70% of their annual sales. Last year, UK retailers raked in over £35 billion in sales in the month of December alone. But value isn’t all festive shoppers are looking for. Across the board, consumers are also hoping to find great customer experiences that allow them to shop on their terms, using the newest technologies to drive their choices.

The point often missed is that while a 30-day shopping window determines survival, the ability to deliver first-rate customer experiences is what brings customers back and determines longer term success.

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